Hardware is sold to you outright (see section 5 of our Terms of service). This policy sets out your rights to return it. It does not reduce your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, which always apply.
1. Change of mind (consumers): 14 days
If you are a consumer buying online, you have the right to cancel a hardware order within 14 days of delivery and return it for a refund. To qualify for a refund the item must come back unused, unopened and in its original, resaleable packaging, with all cables, power supplies and accessories it was shipped with. Please contact us to arrange the return before sending anything back.
We do not accept used or opened hardware back for a change of mind return. If an item is returned opened, used or otherwise no longer resaleable, we may reduce your refund to reflect the loss in value, which in some cases is the full price of the item. This does not apply to hardware that is faulty (see section 2).
Return postage for a change of mind return is your responsibility. Customers buying hardware in the course of a business do not have this 14 day cancellation right; business purchases are covered only by the faulty goods sections below.
2. Faulty or doesn't work on arrival
If a phone or accessory is faulty, not as described, or doesn't power on or work correctly, tell us within 30 days of delivery and you are entitled to a full refund, including the delivery charges you paid, or a replacement if you prefer. We cover the cost of return in this case. We may ask for a photo or short video of the fault so we can log it correctly with the manufacturer, but that won't delay getting a working replacement out to you.
3. Faults after 30 days
For faults that develop after the first 30 days but within the manufacturer's warranty period, we follow the manufacturer's standard RMA (Return Merchandise Authorisation) process. We'll raise the RMA with the manufacturer on your behalf, provide any paperwork or return label needed, and arrange a repair or replacement once the manufacturer approves the claim. Turnaround times depend on the manufacturer and are outside our direct control, but we'll keep you updated throughout. Your rights under the Consumer Rights Act 2015 continue to apply alongside the manufacturer's warranty.
4. Hardware configured before dispatch
Phones added to a Virtual Voice Office package are configured for your account before we ship them. That configuration does not affect your faulty goods rights or your 14 day right to cancel an unused item; if we send a replacement, we simply configure it before it ships.
5. How to start a return
Email sales@virtualvoice.uk or raise a support ticket from your customer portal with your order reference and the reason for the return. We'll confirm the next steps, including where to send the item and whether we need it back before or after issuing a refund or replacement.
6. Refunds
For a change of mind return, we refund the price of the item plus the standard outbound delivery you paid, within 14 days of receiving the item back (or of you showing us it has been sent), less any reduction for loss in value where the item was opened or used. For faulty items, we refund in full, including delivery both ways, as soon as the fault is confirmed. Refunds are made to your original payment method.
7. Contact
Cyber Fits Solutions Limited
Email: sales@virtualvoice.uk
Phone: 0191 543 3488
